Business Office Specialist

Job Description

Job Description

Description:

Mission Alignment

This position supports Holy Family Hospice & Palliative Care's mission and commitment to compassionate, exceptional service by ensuring accurate, timely, and well-organized business office operations. Through faithful stewardship, responsive support, and service to patients, families, caregivers, and team members, this role helps the organization live out its faith through action as the hands and feet of Jesus.

Position Summary

The Business Office Specialist supports the administrative, financial, human resources, medical records, and operational functions of Holy Family Hospice & Palliative Care. This position promotes accurate processing, organized recordkeeping, responsive customer service, and regulatory readiness. The Business Office Specialist serves as a central resource for patients, families, referral partners, vendors, and team members while maintaining confidentiality and following applicable federal and state requirements, Medicare Hospice Conditions of Participation, HIPAA, CHAP accreditation standards, and organizational policies.

Essential Duties and Responsibilities

Administrative Operations

· Provides administrative support to agency leadership and operational teams.

· Answers and routes incoming calls professionally and courteously and greets visitors in a welcoming manner.

· Maintains organized business office files, correspondence, mail distribution, calendars, meeting materials, and records.

· Maintains office supplies and coordinates purchasing and vendor requests within authorized limits.

· Supports efficient daily office workflows and promptly communicates operational concerns to the appropriate leader.

Revenue Cycle and Financial Support

· Assists with verification and organization of admission, payer, authorization, and billing-related documentation.

· Reviews assigned records for completeness and follows up on missing or inconsistent information.

· Supports billing, collections, accounts receivable, deposit, invoice, and accounts payable activities as assigned.

· Maintains payer and vendor correspondence and securely retains supporting business records.

· Collaborates with clinical, intake, finance, and revenue cycle personnel to resolve documentation issues that may affect timely reimbursement.

Human Resources and Personnel Support

· Assists with onboarding, orientation scheduling, employment document collection, and administrative support for new team members.

· Maintains personnel files and tracks required licenses, certifications, screenings, education, competencies, and policy acknowledgments.

· Supports payroll preparation, timekeeping review, and correction follow-up as assigned.

· Protects employee confidentiality and releases personnel information only as authorized.

Medical Records and Information Management

· Scans, indexes, files, retrieves, and maintains patient and business documentation according to organizational requirements.

· Coordinates authorized requests for records and supports secure retention, storage, transmission, and destruction of confidential information.

· Assists with document tracking and follow-up to promote complete and accessible records.

· Uses approved systems and safeguards to protect protected health information and confidential business information.

Compliance, Quality, and CHAP Survey Readiness

· Maintains organized administrative evidence needed for regulatory review, accreditation surveys, and leadership oversight.

· Supports policy management, document control, audit preparation, corrective action tracking, and required postings as assigned.

· Participates in Quality Assessment and Performance Improvement activities, including data collection and process improvement support.

· Follows HIPAA privacy and security requirements and promptly reports suspected compliance, privacy, safety, or documentation concerns through appropriate channels.

· Completes required education and demonstrates ongoing adherence to organizational policies and standards of conduct.

Customer Service and Communication

· Serves as a professional and compassionate point of contact for patients, families, caregivers, referral sources, vendors, and community partners.

· Responds to routine inquiries, directs concerns to the appropriate team member, and supports timely follow-up.

· Communicates clearly and respectfully in person, by telephone, through virtual platforms, and electronically.

· Promotes a welcoming environment consistent with the mission and values of Holy Family Hospice & Palliative Care.

Emergency Preparedness and Business Continuity

· Understands assigned responsibilities within the Emergency Preparedness Plan and participates in required education, drills, exercises, and after-action activities.

· Maintains access to current emergency contact information, communication tools, downtime resources, and other assigned business office materials.

· Supports continuity of essential administrative functions during emergencies, disruptions, or system downtime and follows the established chain of command.

Additional Responsibilities

· Participates in staff meetings, education, committees, and special projects as assigned.

· Maintains dependable attendance and adapts to changing priorities and organizational needs.

· Performs other duties consistent with the role, qualifications, and direction of leadership.

Requirements:

Qualifications

Education

· High school diploma or equivalent required.

· Associate degree in business administration, healthcare administration, accounting, health information, or a related field preferred.

Experience

· Minimum of one (1) year of administrative, healthcare business office, billing, medical records, or customer service experience preferred.

· Hospice, home health, palliative care, post-acute care, or revenue cycle experience preferred.

· Experience using electronic health records and Microsoft Office applications preferred.

Licensure and Certification

· No professional license is required unless mandated by applicable state requirements or assigned duties.

· Must maintain any role-specific certifications, screenings, or credentials required by law or organizational policy.

Knowledge, Skills, and Abilities

· Knowledge of general office procedures, recordkeeping, customer service, and healthcare administrative operations.

· Strong organizational, prioritization, follow-up, and time-management skills.

· High attention to detail and accuracy when handling records, transactions, deadlines, and confidential information.

· Professional verbal and written communication skills and the ability to interact compassionately with individuals experiencing serious illness, grief, or stress.

· Ability to work independently and collaboratively in an interdisciplinary, multi-location environment.

· Proficiency with Microsoft Word, Excel, Outlook, Teams, electronic health records, and shared-document platforms.

· Ability to exercise discretion, sound judgment, faithful stewardship, and consistent adherence to privacy and security requirements.

Physical and Environmental Requirements

· Ability to sit, stand, walk, bend, reach, and use standard office and computer equipment.

· Ability to communicate effectively in person, by telephone, through virtual platforms, and electronically.

· Ability to lift and carry up to 25 pounds occasionally.

· Ability to work in an office environment and travel locally to agency or service locations when required.

· Ability to work extended or non-standard hours when necessary to support emergency response, system downtime, deadlines, or operational continuity.

Performance Standards

· Administrative, financial, personnel, and records-management tasks are accurate, timely, complete, and appropriately documented.

· Confidential information is protected and handled in compliance with applicable requirements and organizational policy.

· Internal and external customers receive professional, compassionate, and responsive service.

· Assigned records, trackers, and survey-readiness materials remain organized, current, and accessible to authorized personnel.

· Demonstrates dependability, teamwork, professionalism, servant leadership, faithful stewardship, and commitment to the organization’s mission and values.